Complaint procedures | TÜV Rheinland

Procedure for Complaints and Appeals of TÜV Rheinland LGA Products GmbH (TRLP)

Every TRLP customer has the opportunity to file a complaint against any testing or certification service, no matter it refers to an invoice, a test or a certification statement. TRLP accepts complaints by any means of communication be it e.g. via our web form under the header ‘Praise and Criticism’, by mail, over the phone, or in person. TRLP will confirm receipt of a complaint in writing, usually within one week of receiving the complaint.

If a complaint relates to at least one of the following aspects the complaint is considered as an appeal:

  • Deny to resume with the certification
  • Request of corrective actions
  • Changes to / limitation of the certificates’ scope
  • Decisions to reject, suspend or withdraw the certification

To avoid conflicts of interest appeals/ complaints must be analyzed and processed by qualified and independent personnel. After having processed and analyzed a complaint / an appeal the TRLP certification body will send the complainant either a rationale for its original opinion or, if applicable, a revision of the decision. If the complainant still does not agree with the rationale or decision and re-submits its dissatisfaction, TRLP is obliged to involve the advisory board for the purpose of conciliation. The advisory board consists of representatives of business, consumers and public authorities. The advisory board acts as conciliation board for the complainant and TRLP when no agreement can be reached between TRLP and a complainant. Despite the involvement of the advisory board, if an agreement cannot be reached, a complainant is free to inform relevant authorities and / or the German Accreditation Body (DAkkS).

Any non-TRLP client, whose application for participation in a certification program has been denied, has the right to file an appeal.

After complete processing of the complaint / appeal, the complainant / appellant will always receive a final answer.